Changing the return service
When submitting a return request, customers are required to select a return service:
- Return for Instant Refund (Drop-off) OR
- Return via Courier (Mail-in)
There are different actions that can be taken to change the return service on an existing return case depending on the return case's status.
Status |
Actions |
| Pending |
Return requests with the status Pending should be cancelled so that a new return case can be created and the customer's preferred return service can be selected. Do not deny the request unless you would like to prevent the customer from submitting a new return request altogether. |
| Approved | Return cases with the status Approved should be cancelled so that a new return case can be created and the customer's preferred return service can be selected. |
| All other statuses | Changes to the return service cannot be made on return cases with any status other than Pending or Approved |
Having trouble?
If you or your customer run into any issues creating a new return case for the customer's preferred return service after their original return case has been cancelled, contact us.